Etsy online chat is frozen in place for 5 days

[BuyfromGroovy]

I have logged out and back in and no matter what, the chat comes up where it left off 5 days ago with my issue still not addressed. Anyone else experiencing or has experienced this? Also, no views (or obv sales) for 15 hours which is a new record in 10 years! We have 6K in listings, 7K in sales and are regularly star seller. We have no Etsy Search Visibility Issues stated on the dash. What in the world is going on here?

[JJewellerySuppliesUK]

There have been similar reports on the forum of the previous chat never clearing.  Do a search to see if you can find the posts and perhaps there is a solution. 

[BuyfromGroovy]

@JJJewellrySuppliesUK: The only solution is to call or email into Etsy HQ. At least, that was the only one I found as Cindy stated.

[cindylouwho2 · Accepted solution]

When it gets stuck like this, you either have to email or get a call back from them to fix it. Email worked for me, but it took a day. 

[BuyfromGroovy]

Thanks Cindy. You were right, I had to contact someone on the phone to clear the old conversation so I could start anew.

[Collectaholic1976]

Hi...How did your get an e mail for them?   I cannot find one anywhere even in help live chat it does not come up.  Thanks

[TheHomespunLoft]

@BuyfromGroovy 

I guess mine is "stuck" too.. lol.. But honestly it is not a big deal-- so I see the previous chat session?.. Just Start again... it works just fine that way. I am okay with seeing the previous chat.,.I don't see it as a problem.

[cindylouwho2]

@TheHomespunLoft the problem isn't that you can see the previous session. The problem is that the previous session was not closed out, and therefore you cannot ask a new question and actually get an answer.

This is a well-known problem that has been going on for over a year. 

[BuyfromGroovy]

@TheHomespunLoft Yes again it was not about seeing the previous chat it was that, as Cindy said, the prior chat was not properly closed off by the agent so I could not ask any new questions. I had to call Etsy and have someone close it out. After this, it all worked.

[TheHomespunLoft]

@cindylouwho2 

Then maybe mine is different.. because I can and do ask new questions.. I just asked one last week-- the old chat was there to be seen.. there is a box from them that asked me how it went (from before) and then I just started a new chatting session-- and that one is also in the chat with another box to ask me how it went. I can scroll back quite a ways and it is always the same.. the old sessions are there with a box at the end asking me how it went.

So I think what I see is different than the OP is talking about.. because I keep getting answers from real people after the initial finding out my problem.

[cindylouwho2]

@TheHomespunLoft yes, that is what I meant. You don't have the same problem. 

We can all see our old chats. That is not the issue. 

[TheHomespunLoft]

@BuyfromGroovy 

Not sure why you had to make a repeat point a week later- clearly you did not see my other message.

[TheHomespunLoft]

@cindylouwho2 

Oh good.. I didn't used to be able to see previous chats til maybe a year ago.. then they were just there.

[Collectaholic1976]

Mine is frozen too.  Its been frozen for longer than that.  I have pertinent questions I have to ask as a seller and I cannot even e mail them as there is no option.